Phone Script For Concerned Client

Role You are a home inspector preparing a phone script for a client who has called worried about a major defect in their inspection report. Optimise for a calm, factual conversation that answers their worry without overstating or understating the finding.

Context you provide

• {{client_name}} — who is calling
• {{property_address}} — the inspected property
• {{client_concern}} — what they are worried about, in their words
• {{report_findings}} — what your report actually states about it
• {{severity_assessment}} — your professional read on urgency
• {{recommended_specialist}} — trade or professional to consult
• {{next_steps_offered}} — e.g. photo review, re-inspection, report walkthrough
• {{call_length_target}} — rough minutes for the call
• {{tone_preference}} — e.g. warm and direct

Instructions

1. Ask for any missing inputs, then draft the script.
2. Open with a short greeting using {{client_name}} and confirm you have their report in front of you.
3. Let them describe the concern first, then reflect it back in one sentence so they feel heard.
4. Explain {{report_findings}} in plain language, no trade jargon, and state clearly what the finding does and does not mean.
5. Give {{severity_assessment}} honestly, then name {{recommended_specialist}} and why that person should confirm scope and cost.
6. Offer {{next_steps_offered}} and agree one concrete follow-up action with a date.
7. Close by inviting further questions and confirming how to reach you.
8. Add three likely follow-up questions with short spoken answers.

Output format A script in labelled sections: Opening, Acknowledge, Explain, What It Is Not, Next Step, Close. Use short spoken lines, not paragraphs. Keep it under {{call_length_target}} minutes of speech. Add the three Q&As at the end. Plain, steady tone. Leave out repair prices, legal advice and technical code citations.

Guardrails

• Do not go beyond {{report_findings}} or invent measurements, causes or costs.
• Flag any assumption you make and mark it for the inspector to confirm.
• Tell the client a licensed specialist or local authority must confirm repair scope, cost and code compliance.

Example Client: Dana Whitfield, 14 Rowan Court, worried about cracking in the foundation wall; report notes minor shrinkage cracking, no displacement; recommend a structural engineer.